Jenn Lim...2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous,...
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Jenn Lim CEO and Co-Founder Delivering Happiness
Transcript of Jenn Lim...2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous,...
Jenn Lim
CEO and Co-Founder
Delivering Happiness
TAKE A MOMENT TO THINK…
WHAT ARE YOUR GOALS
IN LIFE
WHAT IS YOUR GOAL IN LIFE?
• ‚WHEN I GET _____, I’LL BE HAPPY‛ • ‚WHEN I ACHIEVE _____, I’LL BE
HAPPY‛ • LOTTERY WINNERS • TERMINALLY INJURED OR DISABLED
OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.
REFLECTION
HOW DID I GET HERE ?
WHY AM I SO PASSIONATE ABOUT HAPPINESS?
MT. KILI GREEN FIELD Explored and Prioritized
INTERNET CONSULTANT
LAYOFF LOSER LOSS
GO BEARS!
ZAPPOS CONSULTANT
ROCK BOTTOM REAL LOSS
TIME
HAPP
INES
S
+ |
OH @#$%
CAN COMPANIES REALLY BE SUCCESFUL WITH
HAPPINESS AS A BUSINESS MODEL?
‚PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET
WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM
FEEL.‛
– MAYA ANGELOU
‚A WOMAN’S DREAM CLOSET…‛
ZAPPOS KENTUCKY WAREHOUSE
• EXPECTATIONS • EXPERIENCE • EMOTIONS • STORIES • CULTURE
PERSONAL EMOTIONAL CONNECTION
CULTURE
#1 PRIORITY?
RESEARCH SHOWS WHAT MAKES LONG-TERM SUSTAINABLE BRANDS
CULTURE AND HIGHER PURPOSE
HOW IS CULTURE #1 PRIORITY?
• HIRING FOR CULTURE • 5 WEEKS OF TRAINING • $4000 OFFER TO QUIT • ZAPPOS CULTURE BOOK
THE CULTURE BOOK THE CULTURE BOOK
THE CULTURE BOOK WHAT IS IT?
COMPLETELY UNEDITED EXCEPT FOR TYPOS AND SPELLING SNAPSHOT OF CULTURE EVERY YEAR – WHAT’S GOOD, WHAT DO WE NEED TO IMPROVE STARTED AS CULTURE BOOK, NOW THE BRAND BOOK TOO JAPAN AND BRAZIL LOVE ZAPPOS EVEN THOUGH ZAPPOS DOESN’T SHIP THERE FOR A COPY, JUST EMAIL ME [email protected]
CORE VALUES AT ZAPPOS 1. Deliver WOW Through Service
2. Embrace and Drive Change 3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit
8. Do More with Less 9. Be Passionate and Determined
10. Be Humble
CULTURE AND CUSTOMER SERVICE $2B* COMPANY
1999 – TODAY
NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2 BILLION**
*GROSS MERCHANDISE SALES **SHARE VALUE AT THE TIME OF CLOSING
BEST WORKPLACES VS. S&P 500
GREAT PLACE TO WORK/FORTUNE MAGAZINE, 2010
employees in the world DISENGAGED in lost PRODUCTIVITY (U.S. alone)
Gallup 2012
AN EXPERIMENT IN HAPPINESS AS A BUSINESS MODEL LESSONS LEARNED:
1.COMMITMENT
2.CORE VALUES
3.TRANSPARENCY
4.VISION
5.RELATIONSHIPS
6.THE RIGHT TEAM
AND CAN THEY BE
APPLIED TO YOU?
HOW ?
1. COMMITMENT DO YOU WANT TO BUILD A LONG-TERM, SUSTAINABLE BRAND? ARE YOU WILLING TO COMMIT FINANCES, RESOURCES, AND TIME TO IT? HOW LONG WILL IT BE A PRIORITY?
2. DEFINE YOUR CORE VALUES
IT’S HARD.
START EARLY.
WHAT ARE YOUR
- COMPANY’S
- PERSONAL
CORE VALUES?
DO THEY ALIGN?
3. COMMIT TO
BE REAL. BE YOURSELF.
WHEN PEOPLE ARE, THERE’S LESS TO FEAR.
(WHILE SAVING TIME, EFFORT AND ANXIETY)
WORK | LIFE INTEGRATION
EXAMPLES: VENDOR EXTRANET
TWITTER.ZAPPOS.COM “ASK ANYTHING”
TOURS & MEDIA VISITS ZAPPOS INSIGHTS
FOR EMPLOYEES
WHAT’S THE
LARGER VISION
AND GREATER
PURPOSE IN THEIR
WORK BEYOND
MONEY OR
PROFITS?
FOR ENTREPRENEURS WHAT WOULD
YOU BE
PASSIONATE
ABOUT DOING IF
YOU DIDN’T FEAR
FAILURE AND
DIDN’T MAKE ANY
MONEY FOR 10
YEARS?
4. VISION
5. BUILD MEANINGFUL RELATIONSHIPS IT’S NOT ABOUT
NETWORKING.
IT’S ABOUT
CONNECTEDNESS.
IF YOU’RE
INTERESTED, YOU
DON’T HAVE TO TRY
TO BE
INTERESTING.
“IF THE PERSON YOU’RE TALKING TO ISN’T LISTENING, BE PATIENT. MAYBE HE HAS A SMALL PIECE
OF FLUFF IN HIS EAR.” –
6. BUILD THE RIGHT TEAM
HIRE SLOWLY.
FIRE QUICKLY.
HIRE/FIRE
BASED ON VALUES.
SOME FRAMEWORKS LEARNED ALONG THE WAY…
WHAT DOES THE SCIENCE OF HAPPINESS HAVE TO TELL US?
SOME DATA AND FRAMEWORKS LEARNED ALONG THE WAY…
SOME FRAMEWORKS LEARNED ALONG THE WAY…
TOP 5 I WISH’ES IN LIFE
- BRONNIE WARE TOP 5 REGRETS OF DYING
…THE COURAGE TO EXPRESS MY FEELINGS.
…LET MYSELF BE HAPPIER
…NOT WORKED SO HARD
…STAYED IN TOUCH WITH FRIENDS
I WISH I HAD…
…THE COURAGE TO LIVE TRUE TO MYSELF, NOT THE
LIFE OF WHAT OTHERS EXPECTED
#1
HAPPINESS FRAMEWORK 1 LEVERS OF HAPPINESS
MIHÁLY
CSÍKSZENTMIHÁLYI
HAPPINESS FRAMEWORK 1 3 TYPES OF HAPPINESS
HAPPINESS FRAMEWORK 4 PARALLELS OF A GREAT BUSINESS AND HAPPINESS
IF RESEARCH SHOWS VISION MEANING HIGHER PURPOSE LEADS TO HAPPINESS…
HOW DOES THAT APPLY TO YOU AND YOUR COMPANY?
FIRST… THERE WAS A
BOOK
550,000+ COPIES SOLD
20
LANGUAGES/COUNTRIES
2010 BEST OF LISTS NPR MARKETPLACE
INC. MAGAZINE
NEW YORK POST
READWRITEWEB
AMAZON CUSTOMER FAVORITE
#1 BESTSELLER LISTS NYTIMES
WSJ
AMAZON
BARNES & NOBLE
BORDERS
WHOA.
I CAN BE A CMP!
THEN… THE BUS TOUR…
FIRST…THERE WAS A BOOK THEN THERE WAS A BUS TOUR
WE HEARD FROM AROUND THE WORLD
UNIFIED BY THE SAME
VISION
NO MATTER WHAT • BACKGROUND • CULTURE • IDEAS • JOB
HAPPINESS
SCIENTIFIC SENSE
BUSINESS SENSE HUMAN SENSE
…TO REDFINING THE WAY THE WORLD WORKS
WORK different too.
HOW? PCC.
PEOPLE COMPANIES COMMUNITIES
HAPPIER COMMUNITIES
HAPPIER COMMUNITIES
HAPPIER COMPANIES
HAPPIER COMPANIES
INSPIRE.
HAPPIER COMPANIES
ASSESS AND MEASURE. HAPPINESS AT WORK SURVEY
TIPPING POINT OF HAPPINESS
HARVARD BUSINESS REVIEW JAN-FEB 2012
BETTER RETENTION SICK LEAVE 66% BURNOUT 125% TURNOVER 51% MORE ENGAGEMENT SALES 37%
PRODUCTIVITY31%
CREATIVITY300%
PROFITS 22-33%
HAPPIER EMPLOYEES
HAPPIER CUSTOMERS
=
SUCCESSFUL COMPANIES (& MEANINGFUL
LIVES)
=
51% TURNOVER
22% PROFITABILITY 7.5YEARS
HEALTHIER & LONGER LIFE
HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL
GALLUP 2013
39% MONTHLY SALES 92% UNPLANNED ABSENCE
HAPPINESS… DELIVERED.
– TOP 20 FASTEST GROWING E-COMMERCE COMPANY
39% MONTHLY SALES 92% UNPLANNED ABSENCE
HAPPINESS… DELIVERED.
– TOP 20 FASTEST GROWING E-COMMERCE COMPANY
ALAMO DRAFTHOUSE
“COOLEST MOVIE THEATER IN THE WORLD” CONCEPT OF HIGHER PURPOSE WAS NONEXISTENT, WE WORKED ROBOTICALLY WITH OUR VALUES AND MISSION. THE EXEC ALIGNMENT SESSION WITH DH CHANGED IT.
HAPPINESS… DELIVERED.
“With TOMS doubling in size within a year, we were trying to manage what it takes to grow culture between the “original” team and the “new” team. After Blake and team met with Tony, Jenn and Delivering Happiness we were inspired to focus on culture. As a result we’ve launched our own core values and we’re now all moving in the same direction!”
— Amy Thompson, Chief People Officer, TOMS
HAPPINESS… DELIVERED.
WHAT MAKES HAPPY WORK?
WHO? ME – WE – COMMUNITY
HOW? ONE PCC AT A TIME
HAPPINESS AT WORK SURVEY CULTURE ASSSESSMENT TOOL
PRESENTATION CULTURE BOOK
TALK TO OUR TEAM
WHAT NEXT? MAKE IT REAL…
REDEFINE THE WAY WE WORK
BE TRUE TO OUR WEIRD SELVES
IMAGINE…
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND PURPOSE
IMAGINE…
BE TRUE TO OUR WEIRD SELVES
LIVE OUR VALUES, PASSIONS AND PURPOSE
PRIORITIZE FOR LASTING, SUSTAINABLE HAPPINESS
IMAGINE…
…THEN DO.
CREATE CHANGE IN THE WORLD MORE THAN WE EVER THOUGHT POSSIBLE…
WITH HAPPINESS!
THANK YOU!
